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Topic # 66613 20-Aug-2010 23:30
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So I've finally managed to replace my old laptop with a very nice 15.4" Macbook Pro. I've been using it for just under a week and I notice I have a speck of dirt on the screen. I try to rub it off, and to my horror I find it is actually a lazy pixel, with further investigation revealing that it is permanently set to green.

While I purchased it from Noel Leeming, my understanding is that Apple run a very tight ship WRT hardware faults, and as such, retailers can't simply replace goods, and instead any hardware replacement has to be performed by Apple after having the original sent to them. And looking at Apple's official policy regarding screen defects, it would seem that I may be out of luck trying to get them to replace it. Now I know this is only one pixel out of 1296000, but it is in the center of the screen, and once you've noticed something like this it's pretty hard not to be drawn to it. Besides, am I being unreasonable expecting a faultless laptop after paying $3500 for it? I've owned quite a few laptops of my time, and this is the first one I've experienced this issue with, which is ironic considering it is also the first laptop I'd consider to be of "premium" quality.

There are a few home remedies for stuck pixels on the internet, from running software to cycle colours to try and spark them to life, to trying to massage them back to work with a bit of pressure via various means. Are any of these actually effective? I have also seen anecdotes stating that stuck pixels can disappear with continued use. Is there any truth to this?

I guess the bottom line is this: Am I going to be able to do something about this stuck pixel, or am I going to have to try and put my OCD tendencies to one side and attempt to ignore it?

 

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  Reply # 370535 20-Aug-2010 23:49
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Noel Leeming has a 14 day refund or exchange policy. don't they? You could make the most of that. It's painful to spend thousands on a laptop only to have a stuck pixel on your screen.

Yes, sometimes massaging the area does work. Give it all a go and see if you can't get it working.

Apple is pretty good - from what I have read - about dead / bright pixels during the first few weeks of purchase. You could ring them up and they might be happy to do an exchange via Noel Leeming.

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  Reply # 370703 21-Aug-2010 15:34
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Hi,
It might be worth giving Apple customer relations a call, but I would be a bit surprised if you have much luck, I'm sorry to say.
Apple's DOA period is 10 working days, you may well be beyond that period now.
Also, Apple don't guarantee that the display of any product will be "perfect" I.e. No dark or bright sub pixel anomalies, to use the jargon.
Apple's policy is that there is a certain number (details are actually restricted to Apple Service Providers, we are not permitted to release the specifications) of acceptable sub pixel anomalies.
This number varies with the screen size and model type.
I don't think you're being unreasonable, but Apple have pretty robust policies in place. The will state that no manufacturer will guarantee a perfect display.
Give them a call anyway, 00800 7666 7666 (international toll free) and see what they say.
Good luck!

Cheers,
Joseph

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  Reply # 370704 21-Aug-2010 15:35
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Forgot to add.
I've never had any luck massaging the screen, or with a colour cycling app, sorry.



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  Reply # 370710 21-Aug-2010 16:12
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jofizz: Hi,
Apple's DOA period is 10 working days, you may well be beyond that period now.
...
Give them a call anyway, 00800 7666 7666 (international toll free) and see what they say.
Good luck!


I purchase the laptop last Sunday, and picked it up on Tuesday, so I am well within the 10 working days.

I agree with your concerns WRT the number of pixels affected, but I'm still going to kick up a stink about it. As far as I am concerned, it is nowhere near acceptable to spend $3500 on a laptop and have hardware defects with it. This is my 6th laptop but the first one I've ever had a screen issue with, which is ironic considering it is also the most expensive one I've purchased. In fact, I explicitly chose a Macbook Pro for its robust build quality after having reliability issues with my previous laptop (a much cheaper Dell Studio). Its screen had the same resolution, but was pixel perfect.

Thanks for the contact number. I'm going to try Noel Leeming first, as they have a return policy in place which looks like I should be covered for. If that brings no joy, I'll ring Apple.

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  Reply # 370723 21-Aug-2010 17:02
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Hi, re the stuck pixel. Have used the eraser rubber that is on the end of a pencil. Apply the rubber to the pixel and roll the pencil around, just a firm pressure will do the trick, don't rub the screen. Have removed 5 over the last 2 years.
                 Cheers.

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  Reply # 370725 21-Aug-2010 17:12
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Don't forget, under the CGA you are covered for minor and major faults and companies cannot contract themselves out by adding clauses such as the one about dead pixels.



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  Reply # 371002 22-Aug-2010 13:08
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I took my laptop back to Noel Leeming today, all prepared for an epic Wronged Consumer vs Large Faceless Retail Chain battle, but they were absolutely awesome. Initially the salesperson I was talking to asked me if I had approached Apple about the problem, but then the one that sold me the laptop last week recognized me and took over. He offered to replace the laptop without question (and without even examining it). The only "problem" was that they didn't have it in stock, but he spent the next 10 minutes ringing around looking for one for me. In the end he had to concede defeat and order me one in, but he didn't do so without putting up a valiant fight.

Well done Noel Leeming (and in particular, Amrit)! You handled that very well, and resulted in a very satisfied and relieved customer leaving your store. 

Now all I have to hope is that I don't get two bad apples (pun intended :-)).

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  Reply # 371015 22-Aug-2010 13:53

The way I see it, STeve Jobs would never accept a dead pixel, and he certainly wouldn't do one of his demos with a display showing it had a dead pixel. Spending that sort of money you would expect it to be free of such defects. LCDs these days should be pretty much perfect, especially the high priced one, as they have  now perfected the making of them. Sure, there maybe still sme defects, but usually the 'seconds' end up in low priced or no name brand prooducts.

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  Reply # 371845 23-Aug-2010 21:16
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dclegg: I took my laptop back to Noel Leeming today, all prepared for an epic Wronged Consumer vs Large Faceless Retail Chain battle, but they were absolutely awesome. Initially the salesperson I was talking to asked me if I had approached Apple about the problem, but then the one that sold me the laptop last week recognized me and took over. He offered to replace the laptop without question (and without even examining it). The only "problem" was that they didn't have it in stock, but he spent the next 10 minutes ringing around looking for one for me. In the end he had to concede defeat and order me one in, but he didn't do so without putting up a valiant fight.

Well done Noel Leeming (and in particular, Amrit)! You handled that very well, and resulted in a very satisfied and relieved customer leaving your store. 

Now all I have to hope is that I don't get two bad apples (pun intended :-)).


Well done Noel Leeming!!!!!!!  That's a huge +1 for me.  They've always been great in terms of service and I congratulate them.  You should definitely let the sales person's manager know! 



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  Reply # 372511 25-Aug-2010 10:33
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<SIGH> So I get my replacement from Noel Leeming today, and it too has a stuck pixel. This time its red, and in the bottom left hand corner of the screen. Not sure what to do now. If I ask for another replacement, I may well have the same problem, but in a much worse location. Heck, I may even have more than one. If I contact Apple, I may get tied up in all sorts of red tape. NL were very good with issuing me a replacement in the first place, so I'm wondering whether I should be approaching them again (whilst getting a reputation as that PITA customer who can't be satisfied). :-(

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  Reply # 372515 25-Aug-2010 10:37
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Take it back.  Once you have noticed a dead/stuck pixel you will always notice.

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  Reply # 372526 25-Aug-2010 10:53
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wallop: Take it back.? Once you have noticed a dead/stuck pixel you will always notice.


+1 plus it reinforces the fact that stuck pixels are not such a rare occurrence.



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  Reply # 372590 25-Aug-2010 12:26
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Replacement #2 now being ordered. Apparently. I had to leave the store after they were still debating the best way to order it.

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  Reply # 372602 25-Aug-2010 12:46
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Far out man, that's so very unlucky.

I agree, it is not an uncommon occurrence. Often you ask retailers about it and they start quoting you figures such as only 1 in every 10,000 or something like that.

I remember buying my first ever laptop around 10 years ago and it had a pixel issue, right bang in the centre. Not knowing much, I just kept it and it just annoyed me so much that I never used it and eventually sold it (notifying the buyer of the pixel issue, of course).

In between then and now, I bought maybe 5 other laptops and had another one with a pixel issue.

Buying laptops is always a "worrisome" experience for me when I turn it on for the first time.

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  Reply # 372607 25-Aug-2010 12:52

heavenlywild: Far out man, that's so very unlucky.

I agree, it is not an uncommon occurrence. Often you ask retailers about it and they start quoting you figures such as only 1 in every 10,000 or something like that.

I remember buying my first ever laptop around 10 years ago and it had a pixel issue, right bang in the centre. Not knowing much, I just kept it and it just annoyed me so much that I never used it and eventually sold it (notifying the buyer of the pixel issue, of course).

In between then and now, I bought maybe 5 other laptops and had another one with a pixel issue.

Buying laptops is always a "worrisome" experience for me when I turn it on for the first time.


Most people have screens with defective 'subpixels' . Many people  don't normally notice them . However if you get a full dead pixel that is stuck on black, or white, or a colour on a black screen, you do notice them. I went through 3 samsungs which had stuck red pixels when displayed on a black screen.  After the 3rd one I gave up on the brand and went for dell ultrasharp. The first dell I got had a dead pixel, but the second was perfect.

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